Warranty

Warranty in Fossil SA not working the same way as abroad. I approached Fossil Eastgate branch on the 28th of September 2018 to bring a damaged watch which is still under 2 year warranty cover as I bought it in US Florida on the 27th of September 2017 with $279 then I was advised by the consultant that the is very unique in such a manner that is a second time they see it in USA and also said it will be launched by December in this country, well she however said she will send it to their repair centre in Capetown then after two weeks she called me saying Capetown advised that they do not have parts to repair my Q Wander watch and instead they offered a wow 50 (choose whatever watch you like and pay 50%) which was totally unfair if I look at the price I paid in US then I declined they offer and a consultant could see that it is not fair, then she sent it back to Capetown for a review that came back saying I qualify a wow 100(choose whatever watch and pay nothing)mind you non of their watches in USA matched the standard of my watch with a look and features, I then find myself not having any other choice but to take an offer though I could see that I am being ****** here. I then chose a Jacquiline hybrid just have something to replace a love and the value of my Q Wander in my heart, though the watch is way behind from Q Wander I told myself that I will get used to it and I sadly watched them taking away my Q Wander away from me packing it with a till slip I got from Florida and I asked Nomonde the consultant what are they going to do with my watch since they don't have parts and she said they will s**** it and due to the love and memory value I had with my watch I asked her if they can s**** it with me at least she said I must speak to the Capetown repair centre manager by the name of Sam Casper then I called the lady she said no they cannot do that and I was sad of the news. Guess what happened to their Jacquiline after two weeks it lost timezone signal then I took the watch back to Eastgate branch where I interacted with another consultant by the name of Shelton as Nomonde was no longer working there, Shelton advised that the problem is the battery and I asked them if the battery can be empty within two weeks? And he suggested we replace it and indeed they replaced it but could not close it properly it took them almost 2 hours to close it and it was not done properly as it fell of after I left the branch and worst part the signal never catched the correct timezone, then I had to come a k to them again for the same thing they they directed me to the manager who was useless to me and made me feel so dumb as she gave me an attitude told me to unpair the watch and go stand in the mall passage and search for a signal just imagine, and offered to connect to my wifi to do all her requests though I could not figure out where and how does pairing has anything to do with a timezone signal and I asked her then she said you know what "bring everything for this watch indlufing the slip, I will take it back to Capetown repair centre" then I gave her everything that was November towards the end. They kept quiet for long until I went to their shop around mid December and asked what is happening then they said Capetown has not given them an instruction yet, and during my store visit I noticed that there is finally a watch similar to my Q wander buy the name of Gen4 and I asked if they could at least give it to me since they told me in September that it will be launched in december then Shelton said no they can not because my watch has got less value and I asked how and he said the cost of Gen4 is R6500 in USA and I bought mine with $279 so if I want it I can top up but the instruction has to come from Capetown then I asked if I could speak to a Capetown repair cente manager then and ask he said cool, I then contacted Capetown and spoke to the lady and I asked for Sam Casper and she said Casper no longer works there then said the current manager is not available but she will take a message and advise him to call me back I then waited for a call but no one contacted me I then called again and got hold of the manager by the name of Mannie and advised Mannie that I need Gen4 watch to replace my Qwander he said cool I can go to the store and choose the watch I like but before that I need to write him an email during our interaction with emails he said sadly If the watch I choose is of a higher value than the Qwander I will have to top up, my surprise was to me these watches are the same the difference is the name and he asked for a watch code (gen4) then I had to go to Fossil bra ch again to get a code mind it's not close to me I have to travel 30minutes to the store, when I got the the store manager said they do not have codes I need to go online and find the code oh what a waste of time for me cos I could have been advised by Mannie to go online but again it's not every online watch they have in a shop and prices are in $, then I went online and could not get a Gen 4 I was looking for as it matches the one the have but instead I got a similar watch then I took a screen shot the price was $255 and sent to Mannie but to my surprise Mannie never got back to me even when I sent him several follow up emails he would not respond then I went back to the store and advised Mannie is not responding to my email but the manager said Mannie must be busy as there is too many clients he deals with also because it's January the work must be too much for him (oh what an answer) then I left the shop as that was it. I waited and waited and waited till I decided to log a complaint with consumer ombudsman them I saw Mannie's email apologising for taking long to respond but never stated any way forward about the matter then I responded saying I have already reported the matter at consumer ombudsman that was the end with our interaction. I then waited for the consumer ombudsman to take over (which I interpret it as a waist of time too because they said the product supplier has not responded), till today they have not responder and its way over 15 days they were given by ombudsman. It breaks my heart to experience such because as we speak I have no watch in my wrist no slip nothing at all but I spend money to have a watch of a sentimental value. And makes matters worst I have integrated USA support centre they are aware of the situation but advised that I talk to a local support center which is Capetown but Capetown is failing me dissimally they are robbing me of my watch and all I get is a horrible experience. please assist.

The background is My company awarded me with a trip to US then I thought of something of a sentimental value I could bring home with that remind me of my US visit then I thought of buying myself a very unique watch I have never seen in USA, I bought a watch called Q wander in US Florida branch in 2017 September 28 then I was told it's covered under a 2 warranty.